LOYALTY CUSTOMER LIFECYCLE MANAGER

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 1,800,000 - 2,800,000; Full time

Job summary

Bank of the Philippine Islands (BPI) seeks a Loyalty Customer Lifecycle Manager to develop and execute CLM strategies that drive acquisition, activation, retention, and advocacy across digital and branch channels. You will leverage customer insights, segmentation, and marketing automation to increase engagement, lifetime value, and profitability while aligning with the bank's objectives.

The role requires strong analytics, cross-functional collaboration, and a passion for innovative loyalty

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Economics or related field.
• 7 years experience in Customer Lifecycle Management, Marketing, Loyalty, Customer Analytics
• 3 years experience in Financial Services, CRM, Digital Marketing
• Proven track record in Customer loyalty and rewards programs, CLM principles and frameworks
• Knowledge and experience in Customer segmentation and personalization methodologies
• Background in Customer analytics and behavioral insights, Digital marketing and customer engagement technologies
• Creative thinker, analytical, and can use data in making recommendations and decisions
• Strong interpersonal and collaboration skills to work cross-functionally
• Excellent verbal and written communication skills
• Ability to work independently and thrive in a dynamic team environment
• Sharp attention to detail and ability to spot optimization opportunities
• Innovative mindset with the ability to think creatively and problem-solve
• Open to new learning and doing things differently

Responsibilities

• Develop and implement customer lifecycle management strategies, customer journey programs, and engagement frameworks that improve acquisition, activation, retention, and customer lifetime value.
• Build and manage customer engagement programs, lifecycle campaigns, and personalized customer journeys in partnership with business units, product teams, and channel owners to increase loyalty participation and customer value.
• Lead the planning and execution of customer lifecycle initiatives, including onboarding, activation, retention, win-back, and cross-sell programs, to improve customer experience and strengthen long-term customer relationships.
• Monitor and evaluate program performance, customer engagement metrics, and revenue outcomes to provide actionable recommendations that improve profitability and customer lifetime value.

Skills

Customer analytics

Segmentation

Loyalty programs

CLM principles

Cross-functional collaboration

Marketing automation

Data-driven decision making

Strategic thinking

Education

Bachelor’s degree in Business Administration, Marketing, Economics or related field

Job description

Job Description:

The Loyalty Customer Lifestyle Manager develop and execute customer lifecycle management (CLM) strategies and loyalty engagement programs that drive customer acquisition, activation, retention, growth, and advocacy. Leverage customer insights, segmentation, data analytics, and marketing automation capabilities to increase customer engagement, lifetime value, and profitability while supporting the Bank's strategic objectives.

Core Responsibilities

• Develop and implement customer lifecycle management strategies, customer journey programs, and engagement frameworks that improve acquisition, activation, retention, and customer lifetime value.
• Build and manage customer engagement programs, lifecycle campaigns, and personalized customer journeys in partnership with business units, product teams, and channel owners to increase loyalty participation and customer value.
• Lead the planning and execution of customer lifecycle initiatives, including onboarding, activation, retention, win-back, and cross-sell programs, to improve customer experience and strengthen long-term customer relationships.
• Monitor and evaluate program performance, customer engagement metrics, and revenue outcomes to provide actionable recommendations that improve profitability and customer lifetime value.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Economics or related field
• 7 years experience in Customer Lifecycle Management, Marketing, Loyalty, Customer Analytics
• 3 years experience in Financial Services, CRM, Digital Marketing
• Proven track record in Customer loyalty and rewards programs, Customer Lifecycle Management (CLM) principles and frameworks
• Knowledge and experience in Customer segmentation and personalization methodologies
• Background in Customer analytics and behavioral insights, Digital marketing and customer engagement technologies
• Creative thinker, analytical, and can use data in making recommendations and decisions
• Strong interpersonal and collaboration skills to work cross-functionally
• Excellent verbal and written communication skills
• Ability to work independently and thrive in a dynamic team environment
• Sharp attention to detail and ability to spot optimization opportunities
• Innovative mindset with the ability to think creatively and problem-solve
• Open to new learning and doing things differently